Review calls and transcripts
Find a call, understand its outcome, and follow up with the customer.
The Calls screen brings together the call history and the details of a selected call. Use it to understand why someone called, check how the agent handled the conversation, and find any follow-up work.
Find a call
Open Conversations and choose Calls. Use the filters to narrow the list by date, agent, connected phone number, external phone number, or status, or search for a call. Calls also appear among your chats in All conversations.
A connected phone number is one of your organization's numbers. The external number is the other side of the call. Keeping those separate helps when several agents or numbers serve the same team.
Select a call to open its details beside the list. On a smaller screen, the details open as their own view; use Back to Calls to return.
Read the call details
| Area | What it helps you understand |
|---|---|
| Call Information | The direction, time, phone numbers, and outcome. |
| Summary | A short account of the conversation and the customer's request. |
| Transcript | What the customer and agent said, when a transcript is available. |
| Recorded activity | Tools, tasks, and handoffs associated with the call, where available. |
The call status describes the phone call. Read the summary and related work to decide whether the customer's request needs a teammate's follow-up.
Review a tool result
When a tool appears in the transcript, open its details to see the recorded request and result. The labels distinguish data returned by a service from a missing response or an action that needs attention.
The level of detail can vary between call records. When a tool result is available, use it to confirm what the connected service returned. Otherwise, check the action directly in that service.
Follow up
Open related tasks to review the captured request and its owner. Use Tasks and follow-ups to resolve missing details, assign work, and track completion. For an external handoff, confirm delivery and open the resulting ticket.
If information is missing
A call that was not answered can have no transcript. A transcript or summary can also be unavailable if processing did not return it or your workspace does not have access to that detail.
If a recent call is still processing, check again after processing has finished. If a finished call should contain speech but does not, keep the call's time and identifier when contacting support.
For call records in another system, use the separate API reference. For trends across many calls, see Voice analytics.